Bilingual Membership Experience & Renewal Specialist

Canadian College of Health Leaders; Ottawa; On-site; CAD 50,000 - 55,000; Full time

Job summary

The Canadian College of Health Leaders is seeking a Membership Services Coordinator to onboard new members, maintain data, and manage the annual renewal cycle. You will serve as the primary contact for members and collaborate with internal teams to deliver an exceptional member experience.

The role administers the Wicket platform plug-in, processes applications and payments, and generates reports. Fluency in English and French is required; based in Ottawa within a collaborative team.

Qualifications

• Minimum 2 years of experience in membership services, customer service, administration, or related fields.
• Experience managing databases, CRM systems, or member management platforms; experience with Wicket is an asset.
• Strong proficiency with Microsoft Office 365 (Excel, Outlook, SharePoint), reporting tools and email marketing platforms such as Constant Contact.
• Experience processing payments, managing financial transactions, and maintaining accurate records.
• Excellent communication and interpersonal skills, with the ability to engage professionally with members, partners, and colleagues.
• Strong organizational and time management skills, with the ability to manage multiple priorities while maintaining attention to detail.
• Strong problem-solving skills.
• Ability to work independently and collaboratively within a team environment.
• Bilingualism (French and English) is required.

Responsibilities

• Serve as the primary point of contact for prospective and current members via phone, email, and virtual meetings.
• Guide new members through onboarding, including account activation, profile completion, and orientation to member benefits and platforms.
• Respond to inquiries related to membership categories, benefits, renewal processes, payments, and account access.
• Provide outreach to members to support them throughout their membership lifecycle.
• Coordinate and execute the annual membership renewal process across all categories.
• Conduct outreach to encourage timely renewals and address questions or barriers.
• Track renewal progress and identify at-risk members for targeted follow-up.
• Collaborate with internal teams to align renewal messaging and processes across platforms.

Skills

CRM systems

Wicket

Excel

SharePoint

Constant Contact

Payments processing

Communication skills

Organizational skills

Bilingual (English & French)

Education

Certificate or degree in administration, business, communications

Tools

CRM systems

Job description

The Canadian College of Health Leaders is seeking a Membership Services Coordinator to onboard new members, maintain data, and manage the annual renewal cycle. You will serve as the primary contact for members and collaborate with internal teams to deliver an exceptional member experience.

The role administers the Wicket platform plug-in, processes applications and payments, and generates reports. Fluency in English and French is required; based in Ottawa within a collaborative team.